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File Explorer shows contents of backup folders briefly, then says "Folder Empty"!

I've just installed ATI 2019, having upgraded it from a "no-frills" WD OME version and have initially set the software to do both a full computer backup on a weekly basis and a non-stop backup for key documents to an external WD hard drive.

Using File Explorer to check the contents of my Acronis backup files, I'm initially able to drill down and see exactly what folders have been backed up as part of the full weekly backup, including the contents of my C drive.  I can do this for every backup, both full and incremental.  However, within a short time (a matter of minutes at times), when I go back to any specific backup file and click on the C drive folder to open it, it says "Folder Empty".

Also, during the short periods when I am able to check the contents of the C drive, I find that while its backing up pictures, videos, etc, it's not backing up my documents, which are of course the most crucial thing I need it to do.

Any advice would be most welcome as I'm really at my wits end, having thought I was buying the best back-up software in the business, I am now left feeling totally unprotected in the event of a hard drive crash or worse.

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Paul, sorry only just found this new post, as it isn't in the ATI 2019 Forum, but has been created in the Non-Product Related Forums > Off Topic area for some reason?

The first recommendation I would make would be to do a clean install of ATI 2019 to ensure that there are no left-overs from your OEM WD ATI software.

Before doing anything, please open the Settings page in ATI 2019 and use the bottom option (Backup settings transfer) to Save settings to file...  which will save your current backup task settings to a zip file.

Next, uninstall ATI 2019 via the Control Panel > Programs & Features option.

Once ATI is uninstalled, download the Acronis Cleanup Tool (link in my signature) and run this as Administrator.  Restart the computer to complete the cleanup action.

Install ATI 2019 again then go back to the Settings page and Import settings from file... using the zip file created earlier.

Note: the cleanup tool will remove other Acronis programs such as Disk Director, if installed.

Many thanks for the detailed reply, Steve.  It makes sense to do a fresh installation. I've gone ahead and saved the settings and will cancel the current backup and go through the reinstallation steps you've suggested and let you know the outcome once completed and I've managed to do a new backup (could take some time).  It's a pity I can't more this topic to the correct place under Acronis 2019 but don't see any facility for doing so.

By the way, I also have WD Backup and WD Discovery backup installed on my desktop, I using these as belt and braces for the time being at least in case things go wrong with one or the other programmes.  I presume these aren't interfering with ATI...

Paul, only the forum moderator, Ekaterina, can move topics once they have been created - you can send her a private message to ask her to do this.

Providing that the WD Backup and WD Discovery programs are installed in their own program folders that are unrelated to those used by Acronis (C:\Program Files (x86)\Acronis\ ) then there should be no problem with having these installed alongside ATI 2019.

Steve, I’m very relieved to report that everything appears to be working after the re-install.  Many thanks for your invaluable advice to me and others generally.  People like you are the true unsung heroes, giving back so much to the community, oftentimes without sufficient recognition.  I’m going to try and get this topic moved by Ekaterina in the hope it will assist others with similar problems.

Paul, always pleased to help and to hear of positive results, thanks for the feedback.